ITSM Administrator

Job Description Summary

Under the direction of the Manager of Client Technology and Senior ITSM Administrator, the ITSM Administrator is responsible for the ITSM platform including application consulting, development, design, configuration, implementation, reporting and system administration.

Bentley leverages ServiceNow for its ITSM needs. This role will assist with the maintenance of ServiceNow applications including Incident, Asset, Change, Knowledge and Request Catalog (among others) as well as the implementation of new applications, development of solutions for IT and non-IT departments, facilitate the creation of individual and department reports and dashboards, assist in the management and testing of upgrades, and research and train stakeholders on new platform features.

Essential Duties:

• Plan and administer the ServiceNow platform per best practices

• Contribute towards Client Services and ITSM projects

• Train others in platform modules

• Perform platform testing and upgrades

• Advising for reporting and data analysis

• Build and configure new functionality, applications and modules

• Create and modify UI, data policies, business rules and scripts

• Control system access and data security, add and administer users, groups, and roles

• Manage data with import sets, update sets and transform maps

• Research third-party software to determine appropriate integration solutions

• Resolve platform issues and escalate to vendor when needed

• Manage a work queue, resolving incidents and fulfilling requests

• Develop and maintain technical, administration and user documentation

• Participate in trainings and applicable certifications to keep skills up-to-date

• Follow IT technical standards, policies and code of conduct

Minimum Qualifications:

• High school diploma or GED equivalent

• 3+ years technical support experience

• Knowledge of ITIL methodologies and ITSM concepts

• Strong technical aptitude, including ability to learn new technologies

• Ability to work independently and within a team

• Ability to articulate and document technical solutions

• Strong attention to detail

• Positive outlook and investment in continuous improvement

• Strong analytical, interpersonal, communication and organization skills

• Higher education and/or nonprofit educational business process experience

Preferred Qualifications:

• Bachelor’s degree in related field

• ITIL v4 Foundations Certification, or ability to acquire

• ServiceNow Certified System Administrator, or ability to acquire

• Ability to apply systems thinking

• Experience with scripting, web development, and/or database design

Work Environment:

• Onsite position, with hybrid future potential

• Typical office setting with extensive sitting and computer work

• Work outside of normal business hours, participating in platform upgrades/changes/implementations, maintenance and outages

Bentley University requires references checks and may conduct other pre-employment screening.

DIVERSITY STATEMENT

Bentley University strives to create a campus community that welcomes the exchange of ideas, and fosters a culture that values differences and views them as a strength in our community.

Bentley University is an Equal Opportunity Employer, building strength through diversity. The University is committed to building a community of talented students, faculty and staff who reflect the diversity of global business. We strongly encourage applications from persons from underrepresented groups, individuals with disabilities, covered veterans and those with diverse experiences and backgrounds.

PI238589941